Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver exceptional, relationship-focused support to our clients in the UK and Ireland.

• Collaborate closely with clients and the Product Team to diagnose and resolve technical issues.

• Participate in matches, games, and key events to ensure seamless operations.

• Oversee equipment management, including testing and ensuring optimal maintenance and functionality.

• Conduct testing of TicketCo's software and document any identified issues.

• Engage in internal projects aimed at enhancing the efficiency of the support team.

• Create value for customers by offering top-tier consulting services.

• Master and oversee the tools utilized by the support department while refining communication protocols based on feedback received.

• Train and sustain AI (artificial intelligence) systems employed in Customer Support.

• Continuously learn and stay informed about the latest technologies and trends in the ticketing industry.

• Act as the customer's advocate, providing internal feedback to enhance our processes.

• Identify opportunities and challenges influencing our customers' businesses and collaborate with other departments to improve our services and products.

• Travel to support clients in achieving their goals and participate in strategic meetings with other teams.

⛳️ Requirements

• Significant experience in customer-facing roles.

• Outstanding communication and presentation abilities.

• Capacity to manage multiple tasks within tight deadlines.

• Strong empathy for customers with the capability to advocate for their needs.

• Understanding of value drivers in usage-based, transaction-based, and recurring revenue business models.

• Analytical and process-driven mindset.

• Ability to comprehend technical solutions.

• Strong work ethic with the ability to operate independently.

• Commitment to continuous learning and improvement, aspiring to grow alongside the company.

• Experience related to SAAS and B2B support.

• Passion for the sports and event industry.

🏝️ Benefits

• Flexible working arrangements.

• Opportunities for professional development.